Ever felt overwhelmed by Zendesk triggers, automations, or managing endless emails? You’re not alone. At our recent Premium Plus AMAs, users brought their most pressing questions, and our experts answered them live.
Below, you’ll find the most relevant FAQs based on real user concerns. Plus, extra burning questions our Zendesk experts often hear and solve.
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Expert insights in this article are provided by Bruno Muniz, CX Consultant at Premium Plus. An experienced Customer Service Specialist, Bruno is fully certified with Zendesk, including Zendesk Explore/Reporting. He’s known for explaining complex things in simple terms, always with a smile. |
Zendesk triggers are event-based and execute instantly when a ticket is created or updated, matching specific conditions. Automations in Zendesk are time-based and run on a regular schedule, acting on tickets that meet time-related criteria. Use triggers for immediate actions like routing or notifications, and automations for scheduled follow-ups or reminders.
To prevent loops or repeated actions in Zendesk automations and triggers, always add a unique tag when the automation or trigger runs. Then, set conditions to exclude tickets containing that tag from subsequent cycles. This ensures each automation or trigger acts only once per ticket.
To control which emails generate Zendesk tickets, configure filters in your email provider (such as Gmail) to only forward relevant messages. Set up Zendesk triggers to automatically solve or delete tickets matching unwanted criteria, ensuring only important emails are left as tickets.
To restrict Zendesk ticket creation to registered users, add users to your Zendesk account in advance and disable the “Anybody can submit tickets” option in the Admin Centre under People > Configuration > End users
To streamline Zendesk ticket triage, use triggers to route tickets based on keywords or ticket properties. If Zendesk AI is enabled, automate routing using intent or sentiment analysis. When using keyword triggers without AI, be careful of false positives—tickets may be misrouted if keywords appear in the wrong context. For macros, always set the comment mode first, add your response, and update the ticket status. Add unique tags to track macro usage for reporting.
To create time-based reminders, set up Zendesk automations that monitor ticket age and status. For example, configure an automation to tag or send reminders for tickets created via WhatsApp that are older than 24 hours with no resolution. Use the “last updated” field to trigger these actions.
To automate Zendesk ticket closure and send CSAT surveys, create automations that act on tickets with a “Solved” status for a defined period (e.g., 12 hours). Set the automation to send a satisfaction survey and tag the ticket (e.g., “survey_sent”) to prevent duplicate actions.
Automate responses to frequent questions in Zendesk by creating macros for common queries. Macros allow agents to use canned responses, saving time and ensuring consistent communication.
These additional FAQs go beyond the AMA sessions, addressing the most common and widely searched Zendesk workflow challenges. Our experts have crafted clear, practical answers to help you get even more from your Zendesk experience.
To stop agents from receiving excessive Zendesk email notifications, review and streamline your triggers and automations.
To automatically escalate urgent Zendesk tickets, create a trigger that detects high-priority keywords, tags, or SLA breaches in new tickets.
The best way to assign Zendesk tickets accurately is to use triggers that route tickets based on predefined conditions.
To manage Zendesk tickets with no customer response, use automations to monitor ticket status over time.
To track Zendesk tickets needing follow-up, create custom views and use automations to tag tickets.
To maintain consistent branding in Zendesk emails, edit the default email templates under Admin > Email > Email Templates.
Get the full story and explore even more topics from our experts in the on-demand AMA recordings.
Beyond Zendesk triggers, automations, and email management, the AMAs also cover:
How Premium Plus can help
Struggling with Zendesk triggers, automations, or email management? Premium Plus, Zendesk EMEA Partner of the Year, is here to help. And our support goes far beyond the topics discussed in this article. Whatever your Zendesk needs, our expert team is ready to help.